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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting and resolving complex software issues within manufacturing environments, utilizing strong analytical and problem-solving skills. Proficient in customer management and technical support, with a focus on delivering high-quality service and effective communication.
Highest-signal resume keywords
Technical Support ExperienceTroubleshooting SkillsManufacturing Software KnowledgeCustomer Service OrientationSQL Server Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAnalytical SkillsProblem-SolvingSoftware DeploymentData CollectionIndustrial AnalyticsSCADA/HMI ArchitectureNetworkingRelational DatabasesVirtualization
Soft Skills
Communication SkillsTime ManagementPositive AttitudeLogical ReasoningCustomer Success Focus
Tools & Technologies
Proficy Manufacturing SoftwarePTC KepServerEXThingWorxWindows Operating SystemsApacheIIS Web ServersVMwareSQL ServerOracleThird-Party Tools
Industry Keywords
ManufacturingIndustrial AutomationOperations TechnologyData AcquisitionEnterprise SystemsConnectivityVisualizationIntegrationEdge ComponentsMachine Monitoring
Tech Stack
Tools & technologiesApacheOracleSQLVMware
About the role
Key responsibilities & impact- Provide direct technical support via phone, web, and email
- Own and manage a personal caseload, including callbacks and case follow-through
- Respond to inquiries from field engineers, distributors, sales staff, certified support providers, integrators, and end users
- Provide product support, troubleshooting, and customer management for efficient problem resolution
- Research and troubleshoot manufacturing software issues involving user interfaces, networks, connectivity, edge components, data collection, storage, visualization, analytics, machine monitoring, hardware infrastructure, and enterprise system interfaces
- Identify and resolve product, configuration, and application issues involving Proficy Manufacturing Software products
- Stage and test multi-product systems to identify and resolve product issues
- Troubleshoot and identify product problems for Engineering resolution or provide information to correct configuration issues
- Liaise with customers and Engineering, Marketing, and Professional Services teams on product architecture and complex functionality
- Consult with QA, Development, and Management regarding escalation, resolution, and critical accounts
- Create content for the Technical Support Knowledge Base
- Develop understanding of customer software deployments in manufacturing environments
Requirements
What you’ll need- Bachelor's degree in Computer Science, Engineering, or a related technical field
- A two-year diploma or extensive Technical Support experience will also be considered
- Strong dedication to quality customer service and customer success
- Proven ability to learn new technologies and software quickly
- Ability to rapidly diagnose, reproduce, troubleshoot, and resolve customer issues
- Strong troubleshooting, analytical, and problem-solving skills
- Strong written and verbal communication skills
- Strong common-sense and logical reasoning abilities
- Excellent time management skills with the ability to work independently and manage multiple priorities
- Positive attitude when dealing with customers and co-workers
- Demonstrated ability to deliver high-quality, consistent work and serve as a positive example through work ethic and approach
- Ability to fluently speak and write in English
- Experience within Manufacturing, Industrial Automation, Operations Technology (OT), or related industries
- Domain knowledge in manufacturing, automation, controls, data acquisition, and industrial analytics
- Background in SCADA/HMI client-server application architecture
- Experience with Windows operating systems, networking, security, and authentication concepts
- Experience with SQL Server, Oracle, or other relational databases
- Experience troubleshooting complex software environments using a variety of applications and third-party tools
- Experience with Apache and IIS web servers
- Experience with VMware or other virtualization platforms
- Experience with PTC KepServerEX, ThingWorx, and/or Proficy applications
- Understanding of industrial software deployment, connectivity, data collection, visualization, and integration with enterprise systems
Benefits
Comp & perks- Competitive benefits and compensation
- Flexible work arrangements
- Discretionary Time Off (DTO)
- Global paid parental leave
- Employee Assistance Program (EAP)